OVERVIEW:
The Visitor Services Assistant provides exceptional customer service and support to all museum visitors. The VS Assistant is responsible for greeting, interfacing and expediting a positive visitor experience at designated customer touch-points during public hours, Infozone hours and afterhours events. The VS Assistant upholds the customer service standards of safety, courtesy, show, cleanliness and efficiency.
REPORTS TO: Visitor Relations Operations Manager
ESSENTIAL RESPONSIBILIES:
1. Provides exceptional service in face-to-face contact with museum visitors. Is trained and adheres to the museum customer service standards in the carrying out of daily post and work assignments. Exhibits a positive attitude to visitors, staff and volunteers.
2. Represents the VS department through the execution of job duties and assignments, such as, school arrival, parking assistant, Welcome Center check-in, Welcome Center greeting assistance, equipment rental, entry gates, and Carousel Operation
3. Facilitates and controls the operations of the Museum Carousel by emceeing all carousel rides and ensuring that all safety standards are maintained with regards to visitors.
4. Ensures visitor and campus security through observation, the timely reporting of concerns or incidents, providing crowd control, performing emergency assistance (CPR/AED, fire extinguishers and evacuation/relocation), reuniting lost children.
5. Proactively seeks up to date information to remain knowledgeable of museum daily operations and activities, way-finding and emergency protocols.
6. Welcomes and orients visitors and proactively promotes gallery programs, theater shows, special activities and memberships.
7. Uses software to record admission tickets and member attendance and conduct sales at equipment rental. Balances cash drawer at ER and strictly follows cash handling procedures. Follows museum defined data entry standards.
8. Demonstrates good judgment in dealing with customer recovery situations. Recognizes and reports visitor trends.
9. Participates in opening day performances and wears costume pieces as part of uniform to promote exhibits and marketing strategies.
10. Maintains a solid attendance record and adhere to the Standards and Expectations manual at all times.
REQUIREMENTS:
1. Must have proven experience in customer service and knowledge of security and emergency protocols.
2. Must be CPR / AED certified or have the ability to be certified in 6 months.
3. Must have a valid driver's license.
4. Must enjoy constant interaction with people and have the ability to communicate effectively and in a positive manner, even under high-stress situations.
5. Must possess computer data entry skills and the ability to handle and reconcile cash.
6. Must maintain a positive working relationship with a large team of diverse staff and volunteers.
7. FT Schedule will be Thursday through Monday March to September and Wednesday through Sunday September through February.
8. Must be able to stand for long periods of time and work outside in all weather conditions.
*Special consideration given to those applicants who are multi-lingual.
ADA REQUIREMENTS:
1. Must be able to review daily handouts and email communication. Must be able to interface with computer monitor screen.
2. Must be able to handle communications by telephone contact, one-on-one conversations and public presentations.
3. Required to be able to handle heavy communications by one-on-one conversations and public presentations.
4. Must be able to handle moderate keyboard and calculator use for administering ticket sales and moderate paperwork processing.
5. Requires the ability to sit or stand for extended periods of time. Must be able to personally negotiate getting self into and out of the building without trouble and assist visitors in doing so, as well.
6. Must be able to stand for long periods of time, up to 8 hours per day, and work outside in all weather conditions.